Customer Success Manager

This is a fully remote position, open to applicants in Singapore.

📋 Description

• Utilizing innovative software and AI, along with a commitment to customer satisfaction, Sleek simplifies back-office operations for micro SMEs.

• We empower Entrepreneurs to reclaim their time, allowing them to concentrate on their passions—growing their business and engaging with customers. With a rapidly increasing number of Entrepreneurs worldwide, we are pioneering in a highly profitable sector.

• Our operations span three business segments:

• - Corporate Secretary: Streamlining company incorporation, secretarial tasks, filing, Nominee Director, mailroom, and immigration processes through tailored online robots and SleekSign. We lead the market in Singapore, holding approximately 5% of all new business incorporations.

• - Accounting & Bookkeeping: Transforming the traditional notions of Accounting, Bookkeeping, Tax, and Payroll with our proprietary SleekBooks ledger, AI tools, and outstanding customer service.

• - FinTech payments: Tackling a significant challenge for Entrepreneurs by providing digital banking solutions for new businesses.

• Founded in 2017, Sleek now serves around 15,000 customers across our offices in Singapore, Hong Kong, Australia, and the UK. Our team consists of about 500 employees who maintain a vibrant startup culture.

• We have recently secured Series B funding, driven by over 70% compound annual revenue growth over the last five years. Sleek has been acknowledged by The Financial Times, The Straits Times, Forbes, and LinkedIn as one of Asia's fastest-growing companies.

• Supported by top-tier investors, we are well-positioned to become one of the few cash flow positive, tech-enabled unicorns emerging from the Asia Pacific region.

⛳️ Requirements

• We are seeking a Customer Success - Renewals specialist who is passionate about the following Mission and Outcome.

• Mission: The primary objective is to assist Sleek in reaching its revenue goals by renewing all services provided to our existing clients.

• We are in search of a customer-centric, sales-oriented, and data-driven individual to join our team and support Sleek’s growth!

• Outcomes:

• - Meet monthly renewal rate targets alongside achieving CSAT benchmarks.

• - Perform thorough investigations into the customer’s complete interactions with Sleek, collaborating with relevant departments to ensure resolution. Maintain a high level of customer satisfaction that fosters trust, retention, and seamless renewals.

• - Achieve monthly cash collection targets through renewals, upselling, and upgrades.

• - Maintain a solid understanding of your pipeline, tracking it in a data-driven manner, and prioritizing ticket resolutions to meet monthly objectives.

• - Work with cross-functional teams (accounting, corporate secretarial, product, data) to enhance renewal processes, share best practices, and take a proactive approach.

• To qualify, you should have a minimum of 8 years of experience in Sales, Account Management, or Customer Success, in roles involving sales targets and customer interaction, and be located in Singapore or the Philippines.

• Must Haves:

• - Experience working with SMEs, startups, and fast-paced environments in the Singapore market.

• - Exposure to diverse cultures, as Sleek's clients come from around the globe.

• - Ability to resolve issues through effective collaboration both internally and externally.

• - Familiarity with Tableau, Zendesk, and HubSpot.

• - Experience managing complex customer situations and troubleshooting/escalations.

• - Proactive in taking new projects to completion.

• Cultural fit is crucial at Sleek; we seek candidates who consistently demonstrate the following attributes in their recent roles:

• - Sales Driven & Ownership: Reliability is essential for building trust within the sales team. We operate quickly and need individuals who follow through and proactively help realign efforts when challenges arise. Accountability is a core value for us.

• - Humility: Recognizing the vastness of what we don't know fosters an open-minded approach to feedback and a willingness to learn from others. This trait encourages collaboration and cultivates a positive work environment, essential for self-awareness and emotional intelligence.

• - Structured Thinking & Target Focused: With our business's complexity encompassing multiple services, countries, and cultures, maintaining a focus on our goals and demonstrating sound judgment is critical. This ensures solutions are pragmatic and balance the needs of the organization, team, and customers.

• - Data Driven: As a data-rich enterprise serving approximately 15,000 small customers, it's vital to leverage sound data for decision-making and evaluating the success of our initiatives.

• - Ability to handle challenging conversations positively: Difficult interpersonal situations are inevitable in a fast-paced environment where people are passionate about their work. Those who engage in tough conversations with kindness foster empathy, trust, and strong working relationships. Proficiency in English is essential.

• - Excellent listener and clear communicator: With a diverse national workforce, many of whom may not speak English as their first language, success in this role requires active engagement during calls and thoughtful communication.

• - Customer-centric: Always act in the best interest of the customer, demonstrating empathy to find optimal solutions for both the customer and Sleek.

• - Problem Solving: Quick thinking is crucial in this role, as you will need to identify, diagnose, and resolve production issues efficiently, minimizing downtime. Utilize your robust infrastructure and development skills during post-incident reviews to uncover root causes of failures and prevent future occurrences.

• - Collaboration-Driven: Thrive in a team-oriented environment, working closely with developers, product managers, and operations teams to ensure alignment on requirements and testing goals. Communicate effectively, advocate for quality throughout the development process, and proactively address potential issues before they arise, fostering a shared responsibility culture for delivering exceptional software.

• - Autonomous/Entrepreneurial: At Sleek, we operate swiftly and are not hierarchical. We expect candidates to take the initiative in finding and implementing solutions without waiting for their manager's direction, possessing the confidence to act independently while knowing when to seek guidance.

🏝️ Benefits

• Humility and kindness: Humility is a core attribute we prioritize in hiring, fostering a culture that values lightheartedness and laughter. Kindness is equally important, as we are dedicated to creating and maintaining a diverse and inclusive environment.

• Flexibility: You will have the opportunity to work from home. If you need to start early or later to accommodate family or personal needs, we are flexible, as long as you complete your work and communicate proactively. You may also work fully remote from anywhere globally for one month each year.

• Financial benefits: We offer competitive market salaries along with generous paid time off and holiday schedules. Certain employees are eligible for our employee share ownership plan, allowing them to participate in the benefits of our impressive growth trajectory as we aim for a listing on a major stock exchange in the Asia Pacific region.

• Personal growth: At Sleek, you will enjoy significant responsibility and autonomy. Our fast-paced environment encourages decision-making, learning from mistakes, and personal growth. We also offer a variety of internal and external training programs. Being at the forefront of AI utilization in our field, we are developing a regional center of AI excellence. Our goal is for you to leave Sleek as a more well-rounded individual and professional.

• Sleek is proud to be a certified B Corp. Since our inception in 2017, we have been dedicated to building Sleek as a force for good. In just over five years, we have joined a community of industry leaders like Patagonia, Ben & Jerry's, and P&G, who are committed to creating an inclusive, equitable, and regenerative economy.